Cynthia De La Rosa
Kountze,USA
Summary
Customer service professional committed to delivering outstanding support. Demonstrated strong communication and problem-solving skills in fast-paced environments. Skilled in resolving complex customer issues and fostering positive client relationships. Reliable team player with focus on collaboration and adaptability, ensuring consistent results and high satisfaction rates.
Overview
22
22
years of professional experience
Work History
Customer Service Advocate
The Cigna Group
05.2023 - Current
- Collaborates with cross-functional teams to address complex customer issues and improve overall experience.
- Enhances customer satisfaction by promptly addressing and resolving inquiries and issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Increases customer retention by offering personalized solutions and building rapport through empathetic listening.
- Skilled for Proclaim OG, PMHS OG, CA HMO, Cigna EE, and currently a part of HD Team 1.
Team Supervisor
ROI CX Solutions
10.2021 - 04.2023
- Defined key performance indicators for employees to define clear, attainable landmarks for performance measurement.
- Documented coaching and development sessions, corrective actions and performance improvement plans to help staff meet key performance indicators.
- Provided ongoing coaching to enhance individual performance levels while fostering teamwork among employees.
- Partnered with Quality Assurance manager to train and develop team member skillsets and competencies.
- Ran hourly, daily, and monthly service reports.
Certified Medical Assistant
Dr. Jamie Waldrep MD FAAP
08.2007 - 06.2009
- Assisted physicians with various procedures, ensuring comfort and accuracy for optimal patient outcomes.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Collected and documented patient medical information using EMR system.
- Expedited insurance claims processing by verifying coverage details and submitting accurate documentation in a timely manner.
- Handled claim denials, appeals, prior authorizations, and referrals.
Certified Medical Assistant
Triangle Endocrinology
01.2006 - 03.2007
- Assisted physicians with in-office procedures.
- Collected specimens and ran diagnostic test in-office.
- Completed EKGs and other tests based on patient presentation in office.
- Enhanced patient outcomes by providing knowledgeable education on procedures, medications, and other physician instructions.
- Provided compassionate care for patients, addressing their concerns and ensuring a positive experience.
Customer Service Representative
West
05.2003 - 12.2005
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
Diploma of Education - Pre-Nursing
Purdue University
Beaumont, TX08.2005
Skills
- Attention to Detail
- Call Center Experience
- Conflict Resolution
- Data Entry
- Documentation
- Exceptional Customer Service
- Leadership
- Medical Terminology
- Microsoft Office Suite
- Multitasking
- Professionalism
- Research
Timeline
Customer Service Advocate
The Cigna Group
05.2023 - Current
Team Supervisor
ROI CX Solutions
10.2021 - 04.2023
Certified Medical Assistant
Dr. Jamie Waldrep MD FAAP
08.2007 - 06.2009
Certified Medical Assistant
Triangle Endocrinology
01.2006 - 03.2007
Customer Service Representative
West
05.2003 - 12.2005
Diploma of Education - Pre-Nursing
Purdue University
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